Khoros Communities

Khoros Communities
Formerly Spredfast + Lithium

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Score 7.6 out of 100
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Khoros Communities

Overview

What is Khoros Communities?

Lithium Community is a fully-featured community platform and is focused on the needs of marketers. Lithium most often competes with Jive Team Collaboration and Get Satisfaction.
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Recent Reviews

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How Khoros Communities Differs From Its Competitors

Community Management with Khoros

Analytics has helped us to learn what content gets the most engagement to duplicate in the future. Analytics is helpful from a bare-bones number of visits, members, and kudos. Referral traffic would be nice to see at a more granular level.
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Customer Support

I've found that the more humans / POCs you work with at Khoros the better off you'll be set up for success. Trying to navigate their software, offerings, and platform without having their staff involved is impossible. We've worked with professional services, we have a technical account manager …
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Community Management with Khoros

The moderation manager is the main tool our community managers work through - the built in ability to moderate takes a large and busy community and makes it manageable. We've also found the analytics to be helpful - we primarily use looker (because community analytics links are gated to admins in …
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Gamification Features

Super users love badges, and badges are a key component to gamification. We've now built two gamification systems in Khoros, and they've been received very well. Having the ability to directly integrate our gamification system into our community ensures that people get points and badges for what …
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Community Management with Khoros

I make extensive use of the analytics of the platform to detect problems, set targets, monitor activity, present results and request resources. For moderation, we use Care. It helps to spread the work among 9 moderators all part-time, across the globe.
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Customer Support

Have engaged with Khoros professional services to build custom endpoints to connect with our products and solutions
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Community Management with Khoros

We use Khoros analytics to understand customer behavior and adoption as we continue to deploy newer applications We have also recently deployed Khoros event management to make it easy for our customers to subscribe to our ongoing webinars and events
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Insights Gained From Khoros Communities

New feature ideas Access to learning and training resources (e.g. product coaching)
Very positive feedback from our customers and helped us secure several industry awards and maintain a high overall CSAT
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Customer Support

Professional services were slow and took from 6 months to deploy an out-of-the-box community with only a few basic customizations. We were disappointed to find it so challenging to deploy a basic installation of the platform.
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Gamification Features

Gamification and the customization of gamification are one of the core reasons we leverage Khoros. It performs well in this arena. We've seen earners of badges re-engage more frequently in our community.
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Customer Support

We recently completed a project with professional services. The team we worked with was great, the overall process was extremely slow from start to finish. What would take my dev team 4-6 weeks took 6 months from scope to project completion.
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Community Management with Khoros

The analytics have the ability to be extremely powerful. What is provided is great for admins but pushing the metrics out to group owners it is not easy. We have been trying to build dashboards for over a year not with not a lot of luck because the bulk data API is not intuitive.
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Customer Support

We previously used a competitor and found that the customer care escalations with Khoros were more intuitive with more robust reporting capabilities. Additionally, Khoros made more sense from a cost perspective for what it is able to accomplish, versus some of its major competitors. The workflow …
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Insights Gained From Khoros Communities

New feature ideas Access to ratings and reviews Access to learning and training resources (e.g. product coaching)
Khoros Care is great for quick responses on Facebook, Twitter, and Instagram, which are our three most used platforms. Based on what I have seen, it would be better to have a more …
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Customer Support

We have worked with professional services to improve our home page to make content more discoverable and add some CTAs across the site to make certain actions we believe would benefit the community more visible and actionable.

We've also engaged with Strategic services to understand our current …
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Community Management with Khoros

The recent addition of the Bulk Content Archive has been huge! In our specific community, a content cleanup has been long overdue, so having this feature which allows us to narrow down the content that isn't getting views and easily archive them was a HUGE feature for them to roll out.

I just …
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Customer Support

The strategy sessions and 1:1 interaction on a weekly and bi-weekly bases has helped shape the roadmap and future programs within the community. This gives me support in confidence to propose new changes and concepts because the experience on the Khoros side has seen similar actions work.
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Community Management with Khoros

The analytics is an area that needs improvement. But once Khoros Care was implemented the custom dashboards and listening tools are the best view of how the community is running. This is currently helping to inform us on what to do and how to move forward.
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Community Management with Khoros

Analytics is not flexible enough for today's standards. For instance, the inability to save views, dashboards, reports, and even share the URL of the graph you're looking at, makes me not enjoy the entire experience. I've resorted to subscribing to get a recurring email with the data I need so I …
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Customer Support

While support of Khoros is uneven, they've helped us many times in creation of a good experience for the users in many different ways. Sometimes it takes a long time, but the community goals were usually achieved. Khoros Communities is also a great place to get help, although their product ideas …
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Community Management with Khoros

Analytics are ok and are helping us in our day-to-day work, but they could offer more data. Content management is strong side of the Khoros, we are able to get it where we want it and where we want it. Label/tags system could be better, but it is getting reworked in the future.
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Insights Gained From Khoros Communities

Product feedback New feature ideas Access to learning and training resources (e.g. product coaching)
Yes, this is a great way to do this. We are using Khoros Communities to gather feedback for the new features, roadmaps, or just new releases. We are posting surveys for them or creating Q&A sessions …
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Gamification Features

Yes, having a good permissions system, gamification options, customizations, and private forums and groups allowed us to create a strong Super User program.
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Customer Support

Yes, we used professional support for our customization and they helped for the growth of the community goals and the customization.
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Gamification Features

Yes, we used the gamification feature and it is one of the most used features in the community with user-level Ranks, Badges.
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Customer Support

The Khoros tool has definitely benefited me and my organization. The data APIs allow us to join the community data with other channels to monitor and measure performance. Our community operations can be scaled as we are able to give members roles and permissions to help us manage and run the …
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Community Management with Khoros

We haven't had the chance yet to dive heavily into analytics for our communities as we've had other competing tasks that have taken precedence, but we do rely heavily on the Khoros APIs to perform many automated tasks across the platform. We will definitely be using more of Khoros in the coming …
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Insights Gained From Khoros Communities

Product feedback New feature ideas Access to learning and training resources (e.g. product coaching)
We utilize the idea exchange functionality to both obtain product feedback and to provide a venue for customers and partners to submit new feature enhancement ideas. This has already proved to be …
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Gamification Features

Our customers have made it very known to us that they really enjoy the gamification aspect of our communities, and we were very happy with the range of functionality and customization that the gamification feature within Khoros has, especially compared to previous platforms we have used. We have …
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Insights Gained From Khoros Communities

Product feedback New feature ideas Access to ratings and reviews Access to learning and training resources (e.g. product coaching)
Serving as a one-stop-shop for our customers has made the Khoros community a very beneficial place for our customers and makes it easy for our customers to find what …
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Customer Support

We have deployed custom user experience with the help of Khoros support. In addition to that, the monthly reports from Khoros has been very helpful in pointing out areas of weakness, strength, and opportunities to improve.
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Insights Gained From Khoros Communities

New feature ideas Access to learning and training resources (e.g. product coaching)
We have used ideas for delivering product feedbacks and new features requested by our customers. In addition we have a learning and training area to help customers to better use our products
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Customer Support

All of the customer support folks we've interacted with are great. We honestly haven't had too much interaction with services teams because there is an additional cost, and we don't have the budget/approval for it. Our account managers have always been understanding about this and have kindly …
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Community Management with Khoros

Moderation tools, content management, and especially analytics are all great. They give us actionable, simple reports and metrics when we need them. Truth be told, we can be a little more strategic about how we implement this information, but I have no doubt that as we better strategize, the data …
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Gamification Features

Yes, there are a handful of our users who are quite driven by the gamifcation aspects of the community. They like receiving badges and ranking up. And what's nice is that we can identify future leaders through their progress and involvement in the community (among other metrics). We have a decent …
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Customer Support

Khoros Support has definitely listened to our concerns and used them to make improvements in the product. Most of what's listed in this section was handled by other folks on our team, however - I only interacted with support if there was a problem.
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Gamification Features

I feel customers are definitely interested in ranking up in the community, as well as attaining certain badges such as Member of the Week. I feel like we are primarily out-of-the-box on our gamification and it could use some improvements to be a bit more specific to our community. I wouldn't say …
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Gamification Features

The generation of users on our community are older who don't care for gamification. Using these to strengthen our community is challenging.
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Customer Support

We have had an awesome experience with Khoros Support, they have prompt resolutions to all our problems and will even take follow-ups. They even add features and align future updates as we request them to.
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Community Management with Khoros

Analytics helps understand the trend and how the people engage with various posts and engagement strategies. Moderation helps manage various solutions to problems as well as to provide basic direction to community. Analytics helps understand how well people are responding to a feature update like …
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Insights Gained From Khoros Communities

Product feedback New feature ideas Access to ratings and reviews Access to learning and training resources (e.g. product coaching)
This has improved all customer engagement tremendously for all client companies. Some clients even have launched features from New Feature Ideas Tab.
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Gamification Features

It certainly increases the overall engagement in community. People engage more as they get more points for more engagement and get increasing ranks and even turn up top on leaderboards.
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Customer Support

Since 2012, the helps of CSM is good. Very little utilisation of professional services except at the beginning: very helpful & fast but it costs a lot.
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Insights Gained From Khoros Communities

New feature ideas Access to learning and training resources (e.g. product coaching)
Rating & Review: doesn't work well for us.
Product feedback: not useful, our customers don't want that forum is a commercial space.
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Gamification Features

We use it since the beginning, so it's hard to think that we could do without.
It is our main "engine" to rule the communities and its members and to pilot our "Top members programs"
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Customer Support

Our growth in users has grown substantially. There is more of a spotlight now on our support community since moving the software into it. We now have many other internal departments needing to utilize it.
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Awards

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Reviewer Pros & Cons

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Pricing

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What is Khoros Communities?

Lithium Community is a fully-featured community platform and is focused on the needs of marketers. Lithium most often competes with Jive Team Collaboration and Get Satisfaction.

Entry-level set up fee?

  • No setup fee
For the latest information on pricing, visithttps://khoros.com/platform/communities…

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting / Integration Services

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Alternatives Pricing

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What is Higher Logic Vanilla?

Higher Logic Vanilla is a customizable and themable forum software. It can be used for support communities, Q&A Communities and more. There are numerous integrations, including SSO, and connectors to popular software such as Mailchimp, WordPress, Zendesk and Salesforce.

What is Thinkific?

Thinkific headquartered in Vancouver provides their learning management system for online course and content creators to distribute their lessons to unlimited students, featuring content schedule distribution, some marketing features, certifications, as well as quizzes and surveys.

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Product Details

What is Khoros Communities?

Khoros Communities enable organizations to host a space where people find answers, develop expertise, share experiences, and build a brand.

The vendor states that Khoros powers over 400 of the world’s most recognized brands, and boasts 20+ years of experience, the most robust feature set, enterprise scale and security, and a dedicated services teams who aim to ensure a brand's community will reduce support costs, delight customers, and grow business.

They state Khoros Communities key benefits are to:

Attract more visitors & build trust

  • Be easier to find & provide peer validation by hosting authentic conversations on your digital property. The average Khoros community gets 74% of traffic from public search and converts visitors at a higher rate than static websites.

Accelerate resolution to delight customers while reducing costs

  • Create a hub for your customers to connect with experts, learn, and get answers to their questions at any time, in any region. The vendor says users can deflect at least 10% of calls that would otherwise go to the customer service call center.

Innovate faster with constant customer feedback

  • Iterate rapidly and uncover new ideas from a dedicated pool of domain experts who are invested in your success.

Deliver expert community management

  • Nurture large, engaging communities with the most advanced moderation tools, content management, analytics, and expertise that provide quantifiable business value through customer acquisition, retention, and growth.

Khoros Communities Features

  • Supported: Forums
  • Supported: Ability to verify solutions
  • Supported: Ideas
  • Supported: Question and Answer
  • Supported: Contests
  • Supported: Blogs
  • Supported: Knowledge Bases
  • Supported: Enhanced Moderation Tools
  • Supported: Fully Customizable
  • Supported: Sophisticated Ranking and Incentivization
  • Supported: Native Mobile Support (Responsive UI)
  • Supported: Multiple user permission levels
  • Supported: Easy to use REST API
  • Supported: Spam prevention
  • Supported: SSO integration
  • Supported: Groups
  • Supported: Content Syndication
  • Supported: Support for multiple languages
  • Supported: Support for multiple instances
  • Supported: Rich media support
  • Supported: Promoted search results
  • Supported: Federated search
  • Supported: Historical and Real Time Analytics and Shareable dashboards
  • Supported: Notifications and personalization

Khoros Communities Screenshots

Screenshot of Community helped generate a 4.2/5 customer satisfaction rating for Consorsbank.Screenshot of Samsung saw support savings up 255% YOY and growing. Their community drives 60% of SEO traffic.Screenshot of Microsoft has seen $2M+ in SEO value and $145M case deflection savings since adopting community.Screenshot of Sony Europe generates $4M in value and 7M searches per monthScreenshot of Syndicate community content throughout digital channels to better engage your audience.Screenshot of On-demand, peer-generated questions and answers to increase prospect and customer engagement.Screenshot of Microsoft resolves 90% of support questions within 48 hours.

Khoros Communities Videos

Khoros Communities Downloadables

Khoros Communities Integrations

Khoros Communities Competitors

Khoros Communities Customer Size Distribution

Consumers0%
Small Businesses (1-50 employees)0%
Mid-Size Companies (51-500 employees)10%
Enterprises (more than 500 employees)90%

Khoros Communities Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationApple iOS, Android, Mobile Web

Frequently Asked Questions

Lithium Community is a fully-featured community platform and is focused on the needs of marketers. Lithium most often competes with Jive Team Collaboration and Get Satisfaction.

Higher Logic Thrive, inSided Social Business Platform, and Higher Logic Vanilla are common alternatives for Khoros Communities.

Reviewers rate Product Scalability highest, with a score of 7.7.

The most common users of Khoros Communities are from Enterprises (1,001+ employees).
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Comparisons

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Reviews

(1-25 of 76)
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Score 2 out of 10
Vetted Review
Verified User
Communities act as a hub for users to congregate and discuss. Our current website did not have the flexibility to house such a thing so we turned to Khoros.
  • Simplicity of sign up.
  • Allowance of integration with ad placements.
  • Badging
  • Sometimes the platform feels too simplistic to the point it comes across as dated.
  • Analytics on the backend could be more granular.
  • Team turnaround teams for help are sometimes quite long.
I believe it worked well for us in the beginning but as we grow our needs evolve to something more robust and modern feeling.
With the simplistic feel and limited analytics, I feel like we've outgrown the platform and need something more technologically advanced.
We did work with strategic services but the growth wasnt there.
Score 7 out of 10
Vetted Review
Verified User
Our community platform is used by multiple departments, including marketing and sales. Currently it supports both our support forums as well as our online groups, AMAs, some blogs, and engagement focused content. Currently it's the most adopted solution for creating and serving community within our company. The product is used to create opportunities for, and encourage, peer to peer support, self service support, and connection amongst members.
  • Granularity of permissions
  • Ease of creating new boards / categories templates
  • Strong toolbar for formatting text and adding images
  • Need a developer to get the most out of your site / customize it
  • The support team is not world class (room for improvement in response time & quality of responses)
  • You can only add one poll at a time to the entire site
I describe Khoros as the salesforce of community software in that it's customizable and enterprise, however it can be a beast to use. There isn't any standout in the community field (in my opinion) so if you're looking for an enterprise community software, it'll serve you well. I do think it's important to realize you can't manage this without the proper buy in from your company when it comes to development of the site. You shouldn't be using Khoros if you only have a front end community manager. If you're going all in on community and need a solution that will scale as you grow, consider Khoros amongst your vendors and see how you like it. It's worth checking out.
Khoros can scale quite well. We've been able to grow from a small support forum to an engagement community without having to migrate (which is great!). Additionally, their multitude of roles and permissions make it easy for you to define distinct user journeys in your community. Finally, their various content styles (groups, forums, blogs, etc.) make it easy for the solution to scale as you need it to.
I've found that the more humans / POCs you work with at Khoros the better off you'll be set up for success. Trying to navigate their software, offerings, and platform without having their staff involved is impossible. We've worked with professional services, we have a technical account manager (TAM), and we'll talk to pretty much any human they let us connect with because that is where you unlock the value of the software. With that said, it comes at a cost, so this isn't a free value add, but in my opinion if you're going to invest in community it's worth it. Their team have helped use with our APIs, reporting, SSO set up, some strategy conversations, and more. If you get the right people on the case, you'll definitely learn from working with these folks.
Olivier Le Pord | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Khoros Communities is used to moderate the number of support cases filed by customers. This is happening across 7 product lines, addressing 3 types of personas: mechanical engineers; end-users; system admin for large product lifecycle management installations; developers. Additionally, we collect product ideas from users to feed a backlog of ideas.
  • Conversations starting with a problem or question, ending with a reply that is accepted as a solution
  • Taxonomy of categories, subcategories and board, + labels and tags for taxonomy.
  • Customization of gamification (rank, badges)
  • Product ideas: Insufficient capabilities to filter and select ideas when there are 1000s of ideas that are relevant to a group of product managers
  • Can't move topics from a forum to a TKB and vice versa
  • Some users and stakeholders would like to use the community as a social network to proactively connect with users of a specific profile/specialty. I find this difficult to accommodate since the platform's main purpose is not about social networking like LinkedIn.
Positive of Khoros Communities: product support; case deflection; product idea collection; user groups, knowledge repository; integration with other systems. It's less appropriate for social and professional networking I believe.
Khoros Communities is a fully scalable platform. I used it in other and larger communities. It's a very robust tool.
I've had mixed results depending on the Khoros contact.
Score 9 out of 10
Vetted Review
Verified User
One stop shop for customers to 1. Create Support tickets 2. Review KB and product literature 3. Sign up for Scheduled events 4. Review product road maps 5. Discuss in forums
  • Easy to configure and manage
  • Good analytics
  • Fairly easy to design pages with good content
  • Good for building forms and capturing data
  • Requires Khoros professional services engagement to make small changes to the forms
Easy to build, deploy and manage active content for small-medium businesses Not flexible for environments which want to do their own development and maintenance.
We have 200K users and growing. Khoros is a very stable platform, have never faced any issues or downtime
Have engaged with Khoros professional services to build custom endpoints to connect with our products and solutions
Score 6 out of 10
Vetted Review
Verified User
We leverage Khoros communities to deploy forums, KBs, ideation, events, and group hubs. All of which are in place for us to support and deliver on case deflection through an increasing depth of publically available knowledge.
  • Customization
  • Breadth of Capability.
  • Security & Configuration.
  • Integrations are VERY expensive and services dependant.
  • Many customizations require developers or services to deploy.
  • Outdated reporting and backend.
This platform is well suited for those large enterprise organizations that require a flexible community and have technical talent designated to create a custom experience. For small teams that are pseudo-technical or just made of 'community people, you may find this platform overly complex and difficult to use.
With the customization is extreme scalability. This platform will scale the best of any community platform.
Professional services were slow and took from 6 months to deploy an out-of-the-box community with only a few basic customizations. We were disappointed to find it so challenging to deploy a basic installation of the platform.
Score 7 out of 10
Vetted Review
Verified User
We use Khoros Community to facilitate associate-client and client-client collaboration on our products. This helps deflect service requests and allows our clients to interact with each other as well as communicate product information within our categories and groups.
  • Collaboration with other Khoros customers to understand what works and doesn't work within other communities.
  • Support documentation makes it easy to find information when looking for technical resources.
  • Our account team is always in communication with us to ensure we are aware of roadmap updates.
  • The ability to customize components is tedious and often times difficult without engaging professional services.
  • The current platform is very behind on the code base but looking forward to the Aurora upgrade coming so we can utilize better components and easier customizations.
  • Permissions are extremely difficult to navigate.
Khoros is a leader in the managed community arena and they are making a lot of progress to improve the platform. I am extremely hopeful for late 2022/early 2023 to see the changes and hope to be able to rate them better. So far what I've seen is very exciting and leaps and bounds better than the current platform. If you are looking for a community platform to engage users to help them find product information and join groups, Khoros will get the job done for you.
We have not seen any issues with scaling our community to increase users, groups, or content.
We recently completed a project with professional services. The team we worked with was great, the overall process was extremely slow from start to finish. What would take my dev team 4-6 weeks took 6 months from scope to project completion.
Score 10 out of 10
Vetted Review
Verified User
If we have any doubts about community implementation then we will use this Khoros Communities to clarify my doubts. Khoros Communities is very helpful in submitting new ideas. By using this Khoros Communities we can avoid Khoros support. In recent times, Khoros separated documentation. But as a community user, we are interested to see all information in the community only.
  • It increases the knowledge transfer between community developers.
  • We can easily find latest release notes by using community search.
  • Community admins actively giving answers to our questions.
  • Khoros needs to improve developer documentation.
Multiple team members use Khoros Care daily to help respond to and escalate customer care issues, monitor trends, and determine the overall brand sentiment on social platforms. We are able to track from entry to resolution on our customer care side and have been able to determine any potential problem areas early on thanks to the detailed tagging in this platform.
Implementation involves a lot of thought and consideration as you are making business decisions that impact how every incoming conversation is handled. It does take some time and effort, but our Khoros team was incredibly helpful as they walked us through all the possible scenarios and why we may prefer one setup time over another. The involvement from any other teams on our side (for example, IT) was minimal.
We previously used a competitor and found that the customer care escalations with Khoros were more intuitive with more robust reporting capabilities. Additionally, Khoros made more sense from a cost perspective for what it is able to accomplish, versus some of its major competitors. The workflow build was much more appropriate for our business as well.
Score 8 out of 10
Vetted Review
Verified User
Our Community was designed to be a Support style community. We put emphasis on Accepted Solutions and having our members find and get access to information as fast as possible.

Support in our Business is an additional fee, so having the community to support Trial/Lite users or even more advanced paying users is great for us to have where customers can support other customers with 1 to many.

We also use the Idea Exchange which quickly became one of the most popular areas in the community. The ideas started flowing as soon as it went live and has come with it's own set of problems.
  • Their own Community, Atlas, is a good way to learn and interact with other customers and professionals in the industry.
  • Their release cadence is pretty consistent with no updates coming out every few months. The release notes are decently filled out with links to more specific documentation.
  • The Khoros Communities platform is also very solid. It's their main product offering and has a lot of out-of-the-box features that would allow anyone to easily start up a community quite easily.
  • I feel that the professional services engagements need to be better. There is a lot of miscommunication, and a lack of clear outcomes, goals, and timelines. It can take weeks to get meetings on the books and a team assembled to start getting work done.
  • Documentation on their website, at times, is outdated or incorrect. Sometimes the product doesn't even work as described in some of their documentation
  • The admin console could use a nice fresh UI overhaul. While it's functional, it would be nice to see a more modern UI for the area where most community managers are spending a decent amount of time
Overall, Khoros offers a killer suite of products for any organization to create and run an awesome community that fits their needs. The flipside to this, how feature-packed their products are. While their products can work right out of the box, it's always nice to have your site designed to fit the branding of the overall company or a look and feel that the owner of the community wants.

Engaging with their professional services area can be tough and projects take much longer than I would normally expect. So you may want to think about 3rd part companies that are good at working with the Khoros Communities platform.
In my experience so far, we have not had any issues with scaling the platform to fit our needs at all.
We have worked with professional services to improve our home page to make content more discoverable and add some CTAs across the site to make certain actions we believe would benefit the community more visible and actionable.

We've also engaged with Strategic services to understand our current ranking system and it turns out, it was created pretty poorly and they offered some very easy solutions to implement so improve on those.
Score 10 out of 10
Vetted Review
Verified User
I used the Khoros Community Platform for Community Development and Enhancements but there are a few APIs that are currently not available and needs to be there in place, for example, we don't have an API to get bonus points leaderboard or even sort the users with there bonus points. Rest this is one of the best platforms for Communities.
  • Easy operations and API calls management
  • Ranks and Roles are superbly managed
  • Easy to manage the community from Studio and Admin side
  • APIs for various things still need to be added like "order by bonus_points" in users' object
  • the time range for user bonus_points to find monthly/yearly highest bonus_points achiever
  • Front-end to be developed on Reactjs
Best for big-scale communities with large user bases and data. Expensive for small-scale communities.
It is one of the best platforms.
yes khoros support always helped us achieve our goals
Score 9 out of 10
Vetted Review
Verified User
Currently use our community to deflect care as well and promote products and solutions.
  • Out of the box components.
  • Support and moderation.
  • Easy to use interface.
  • Out of the box gamification is lacking.
  • Virus scan for media upload is not available.
  • Separate login for Khoros Care and Khoros Communities.
Well suited as a customer support tool and marketing vehicle. Not the best out of the box analytics interface to report on unless you also get Khoros Care.
The Khoros solution fits in both small and large orgs but with the capabilities to create new boards and features out of the box it also permits scale for new needs of the business.
The strategy sessions and 1:1 interaction on a weekly and bi-weekly bases has helped shape the roadmap and future programs within the community. This gives me support in confidence to propose new changes and concepts because the experience on the Khoros side has seen similar actions work.
Score 5 out of 10
Vetted Review
Verified User
Our community consists of a product support forum for primarily our freemium users. We are currently trying to refocus our community and encourage more strategic discussions around industry topics
  • Robust
  • Handling complexity
  • Clunky and dated Back-End UI
For large corporations, Khoros provides the customization and functionality your need to create the community experience that you want.
Scalability is not just about handling complex use cases and enabling customization. It is also about making sure the tool can be used by many different people. The current Back-End UI is dated, clunky, slow to respond at times, and not very intuitive. This has proven to be a blocker to the productivity of my team and our larger department.
Haven't engaged with Khoros myself
Score 7 out of 10
Vetted Review
Verified User
Self-service support for IT professionals that are using our product, getting feedback from them and creation of the brand advocates. Thanks to the forums our users can:
  • Get the answers for their product-related questions both from other users or from the company employees.
  • Easily get the answer for their problems just by using a search engine (instead of contacting support).
  • Post their ideas for the product, that are later evaluated by Product Managers.
  • Participate in the feedback threads, in which they can comment on product feature.
  • Talk directly with people that are creating the product.
  • Share their experiences with others, post tips, tricks and best practices socialize with other professionals, participate in challenges, many gamifications options.
  • And much more.
  • Many settings and customization options.
  • Community is easy to use.
  • Permission management is pretty vast.
  • Moderation is easy and there are many options.
  • Better and quicker engine.
  • Support is uneven.
  • Better communication about upcoming changes.
This is one of the best community platforms on the market, so it should be a good choice for most of the companies on the market. Especially for the ones, that are just starting their community. Out-of-the-box proposition for the newcomers should be more than enough. Problems with Khoros are coming more in the later stage with developing a community, where the product is lacking some features that would allow more integrations with other tools or customizations, for example. They should be addressed in the future though.
It's good to the point - there are some problems with the platform at the moment, that should be addressed with the new "Aurora" project. At the moment, while there are many options, setting, customizations, some of them are strangely limited, which makes developing the community great on the basic level, but with time there will be some hard-to-break walls.
While support of Khoros is uneven, they've helped us many times in creation of a good experience for the users in many different ways. Sometimes it takes a long time, but the community goals were usually achieved. Khoros Communities is also a great place to get help, although their product ideas section is often very disappointing.
Score 9 out of 10
Vetted Review
Verified User
We use it for reporting purposes and to check back in data and stats aswell as to review actions taken.
  • Ease of navigation.
  • Info presented well.
  • Easy to pull stats.
  • Can be slow.
  • Would be good to have an advanced search for within results.
It's well suited for reporting to stakeholders, being able to access info and then break it down by time is great.
It can be quite slow and having to export info in Excel can be bothersome so would be nice to be able to work within Lithium.
The only issue I have seen is that the more of our team using it at once the slower it can be.
It's allowed me to grow my community as I know where interest lies and can tailor my work to that.
Score 8 out of 10
Vetted Review
Verified User
We use it for our forums to reach out to our customers. We have a scope of millions of potential customers.
  • Having a nice customer facing layout.
  • Good edit options for the backend.
  • Nice logs.
  • The time to load pages.
  • The overall look and feel (might need a facelift).
If you need to have good working forum software, don't look further.
The recent rate limit can sometimes be annoying to work with.
Very responsive to questions.
Score 8 out of 10
Vetted Review
Verified User
We use Khoros to build communities for many of our clients. It includes the access level and use of interactions.
  • Customization.
  • Friendly user-level permissions.
  • OOTB features.
  • Self Studio publish.
  • User subscription.
  • Access to the OOTB component.
  • Preview mode in stage.
Suited: OOTB components, notification preferences, email templates.
I'm overall satisfied with Khoros.
Yes, we used professional support for our customization and they helped for the growth of the community goals and the customization.
April 27, 2022

Wonderful Tool

Score 9 out of 10
Vetted Review
Verified User
Khoros is a wonderful tool, helping in daily day-to-day tasks. I use Khoros Lithium portal for the Power BI insights data. It is very easy to browse through different community sites and portals and fetch the required data. The export feature as well works very well letting us get a deeper insight into data using the excel pivot features. Overall, a very helpful tool for daily reporting and UI works very well.
  • UI is really good.
  • Reduced our time in daily report preparation.
  • Excellent analytics features.
  • Finding the proper Tier3/Tier4 support can be difficult.
  • Few APIs are missing.
  • Component overview.
I am using Khoros for the daily reporting purposes. We are taking different sets of data from the Lithium portal and comparing against the source to perform data validation. We fetch data for various visits, posts, visitors, replies on the different power community platforms and perform data analytics over the data. It's very easy to fetch the data from the portal and also export feature works really well.
Khoros Communities is a very stable platform with many options to create a varied and engaging experience for users. It does require good technical know-how to truly customize things, and Khoros has its own unique setup and coding that can take some time for developers to get a grip on.
The Khoros tool has definitely benefited me and my organization. The data APIs allow us to join the community data with other channels to monitor and measure performance. Our community operations can be scaled as we are able to give members roles and permissions to help us manage and run the community.
Score 8 out of 10
Vetted Review
Verified User
We use the Khoros community as our main customer portal. We have our knowledge base, product advisories/ documentation, and our case portal on Khoros. The case portal is e-bonded to Salesforce which gives our customers to initiate support cases right from the community. We also use it for internal advisories and blog posts.
  • Knowledge Base
  • Case Portal
  • Custom JS Pages
  • User Interface
  • Post Reactions
  • Navigation Bar
Khoros provide a one-stop-shop for all our customer needs. We have our knowledge base there. We have our customer case portal there where customers can open support cases right from Khoros. We have our product advisories and different documentation that the customer can download. Some scenarios which may be less appropriate are collaboration on knowledge bases and documents in general. Also, navigation can be better.
The community is easily scalable
I'm sure my organization did. I just wasn't part of this.
Score 7 out of 10
Vetted Review
Verified User
We use Khoros as a support, collaboration, and learning community for our customers. Community not only helps in saving time and $$ for our support but also provides a place for our customers to give ideas around products and interact with each other. KhorosCommunity helps us to nurture our customers and deliver a better experience to our end customers.
  • Easy to use and customizable interface
  • Robust API support and easy to integrate with third party platform
  • Rich feature set for various interaction for the customers
  • Easy to use admin interface and Metric details
  • Events integration with MS teams
  • V2 API permissions just like V1
  • Better access to API Billing metrics...you need to see what APIs are being consumed and if associated with any user.
Khoros Communities is very well suited for someone looking to provide a curated look and feel, and experience to their customer rather than just Vanilla. You can develop and match it with your brand needs and create custom components, pages as needed. It is also very robust in terms of integration. Even for someone new it is very easy to use and provide a lot of value with OOTB components and features.
Platform is highly scalable. With its robust SaaS framework and Horizontal Scaling we can scale and create new areas without sacrificing user experience.
We have deployed custom user experience with the help of Khoros support. In addition to that, the monthly reports from Khoros has been very helpful in pointing out areas of weakness, strength, and opportunities to improve.
Overall its been good experience however support has been slow and there has been other technical issues that we have faced
Score 8 out of 10
Vetted Review
Verified User
We are using the community platform to support online teachers located throughout the United States. The community platform is used as a central hub for communication, training, policy, interaction, and culture/engagement. We are the only department within the university currently using the platform. The platform helps us address the need of having one central space in which our online teachers throughout the country can have to interact and get the information they need to be the best teachers they can be. It also helps them feel connected to each other and to the university.
  • Customization of platform
  • Product Features
  • Customer Support
  • API integrations
  • Complicated tool if someone is not completely dedicated to maintenance and upkeep
  • Not admin-friendly to those who don't understand HTML/CSS
  • Better support and services cost extra
  • Customer service managers are changed frequently
If you are looking for a robust community platform with lots of bells and whistles (API integrations, SSO, badges, multiple interaction types, etc.) then this is a great product. If you can think of it, typically there is a way to do it. However, figuring out how to do it can be quite time-consuming and certainly requires a dedicated and talented web developer. If you are looking for a simpler tool to house basic interactions and community structure, there are likely more affordable, simpler options.
We use the product very simply--a lot of out-of-the-box features without much customization. As we've grown in our numbers and needs, Khoros Communities has always scaled well with what we're trying to accomplish. In fact, we are currently in the process of integrating more external systems and reports into the Community. Everything from the Khoros side of the implementation has gone very smoothly so far.
All of the customer support folks we've interacted with are great. We honestly haven't had too much interaction with services teams because there is an additional cost, and we don't have the budget/approval for it. Our account managers have always been understanding about this and have kindly reminded us of other services options without being overbearing. One somewhat negative experience is that we've been through 4 different account managers in the four years we've used the product. They've all been nice--some better than others. It would be nice for a little more stability, but we also understand that folks move around. Ultimately, it's not a deal-breaker or turns us off from using the product.
Eric Starker | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
I use Khoros Communities to run an online community called the Microsoft Tech Community, which aims to be a resource for IT professionals, developers and end-users around Microsoft products. We typically focus on use cases, best practices, and other tips and tricks to help a wide variety of users, but we don't focus on support as there are other communities for that.
  • The forum system is robust and fully featured.
  • Blogging system works well and is constantly being improved.
  • There's a lot of analytics available on the back-end!
  • Some analytics are missing such as internal link clicks.
  • Some of the forum organization can use some work, particularly in huge communities where sub-menus would be helpful.
  • Khoros support sometimes takes awhile to fix issues.
I think if you want a robust community with a lot of different features, it's a great fit. It might be less of a fit if your community is more specialized (i.e. maybe if you just had a single forum, it might be overkill). I don't know how it interacts with other software such as sales or social media.
I am less involved with this side of the work, but we've scaled up pretty well from when I started at about 70k members to around 500k today.
Khoros Support has definitely listened to our concerns and used them to make improvements in the product. Most of what's listed in this section was handled by other folks on our team, however - I only interacted with support if there was a problem.
Score 5 out of 10
Vetted Review
Verified User
C2C - Loyalty and lifetime engagement.
  • Able to implement new features.
  • Continual improvements.
  • When trying to migrate communities to Khoros Care, the functionalities of the platforms do not mirror the outputs. Why have two products that aren't connected on the backend?
  • Response to resolve issues on cases submitted.
  • Lots of limitations, database feels outdated, need for updates to platform.
More functionality to avoid multiple cases being submitted for glitches and improper functionality.
Reduce call volumes, provide education and meet customers where they are.
Score 6 out of 10
Vetted Review
Verified User
We need to understand how our professors use the platform in order to help them better. I analyze how each professor contributes to the platform and give suggestions on how to improve user engagement. Khoros helps me streamline the data collections and makes it easy for me to analyze it quickly.
  • Allows me to collect specific data well.
  • Very good in data organization.
  • It can be slow at times to go from one page to another.
  • The organizations of data can make it hard to pick up.
I think it is well suited for organizations that have a skilled work force as the learning curve can be quite steep. It is also for a organization that has a lot of data to collect constantly. Organizations that do not have a constant stream of data and are not willing to pay for a skilled data analysts should not consider this product
I think it is great at scaling but it is still a bit troublesome to collect the data for my company. As they do not give you all of it in a clean format and I have to copy and paste a lot.
Score 9 out of 10
Vetted Review
Verified User
Khoros Communities is used to develop communities for partner companies that require a fully functioning community with various functionalities. Khoros Communities has the flexibility of making simple communities in a short time frame to complex communities as per the client's needs. The main business problem it addresses is that the company which starts using communities requires way less manpower in support and feature research etc. as a community will help and even vote for new features or if something is not working properly. So a community can help in troubleshooting, feature addition and if something is just not working right for the company product. It also helps engagement within the community and makes the brand more inclusive to people all over the desired demography. The communities developed under Khoros Communities can handle any number of users, the communities can be made for any language speaker and also has some built-in ranking system i.e. gamification. The boards in the community can be public, registered or private access. So it gives flexibility to show a specific user only the data he is intended to see.
  • Large scale communities.
  • Fast out-of-the-box community creation.
  • Updates from time to time.
  • Easy moderation.
  • Role management.
  • Dev documentation.
  • Multiple framework and language support.
  • Faster load times on bigger communities.
Khoros is well suited when you have big-sized community with a lot of data and features in mind. It also keeps updates coming so your community remains updated, given you have a team who can work on updates. Which is when it can be less appropriate, if you want always updated community without a dedicated team.
It has its own scalable database and API calls which when done well can scale to any number of users with little or no effort. I have seen it handle communities of some very big companies with users in millions with ease, so I don't think it has any major issue with scalability.
We have had an awesome experience with Khoros Support, they have prompt resolutions to all our problems and will even take follow-ups. They even add features and align future updates as we request them to.
Score 5 out of 10
Vetted Review
Verified User
I'm responsible for 2 Khoros communities. I'm in a customer care department. Our main concern is the lack of echat among members and among the team. We also need a better integration on communuties of our members from Social Networks.
  • Help among members.
  • Participation of meet-up with our top members.
  • Alerting of our top members on potential crisis concerning our products & services.
  • No echat, no functions like WhatsApp group internally.
  • No real-time stats.
Forum.
I've been working on Khoros Communities platform since 2012... so I can judge the scalability. The community structure has known very poor evolution. If I judge functionality: poor evolution so poor scalability. If I judge the capacity of the platform to grow with more traffic and more members: it is ok! I can give 9/10.
Since 2012, the helps of CSM is good. Very little utilisation of professional services except at the beginning: very helpful & fast but it costs a lot.
Score 8 out of 10
Vetted Review
Verified User
We use this to organize and store most all documentation once a company becomes a customer. This includes but is not limited to discussions between customers, product support engineers, and the like; release guides, quick tips, and tricks; security advisories; internal documentation for different departments; and the gateway to accessing our software downloads for all of our products. The problem it solves is allowing us to house all of our customer documentation in one place. It also allows customers to ask questions and receive answers, therefore, reducing the number of support tickets we receive.
  • Customer Success Managers are phenomenal
  • Atlas community is fairly easy to navigate
  • I like the goals upper management have.
  • ROLES + PERMISSIONS. This has been one of the most difficult items I have to deal with on a DAILY basis. Unfortunately, there are a lot of complexities my company brings to the table. The roles and permissions that we have today do not satisfy our needs. We have to really work around these and sometimes this forces us to reveal certain views to some customers we don't want them to have access to at all. For example - I need to have access to where you can deny access to visibility on some subcategories but grant access to others under a higher category. This is one of the main reasons why I would not recommend Khoros if you have complex product and customer structures like my company.
  • The search engine for some reason does not pull up what common sense would think it should pull up. It can be frustrating for some customers and fellow colleagues.
Based on my previous answers, this is why I would score. Honestly, the only reason why my score is higher than I would probably do is because of the Khoros people I have worked with. They really are great people and Khoros is really fortunate to have such incredible employees.
We are merging with another company and this transition will take another year to fully merge. So far, it has grown well with us in holding the documentation we need. However, we haven't merged documentation with them.
Our growth in users has grown substantially. There is more of a spotlight now on our support community since moving the software into it. We now have many other internal departments needing to utilize it.
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